Q: What is your cancellation policy?
A:In most instances, your order is processed and shipped the same day so you can get it quickly. Therefore, there is no way to cancel an order once it has been submitted.
But if you changed your mind while the order is not processed (not in processing status), you can cancel the order as you like. Just cancel it on your account or send us a message with "Cancellation + order ID", our customer support team will process the cancellation, and the refund will be issued to you in 2-3 working days except the holidays. As now PayPal charges a commission fee of all payment and is not returnable. So we're sorry the charged fee by PayPal will be not refunded to you. It is about 5% of the total payment. We don't charge any fee for the cancellation and refund. It is what PayPal charged. Hope you will understand that, thank you.
Q: Can I make a change of address?
A: Once the order is processed and shipped we can not make any changes to the address. In most cases, if the order can not be delivered due to an address error, the parcel will be returned to us by the carrier. All returned orders will be refunded (not including the shipping fee and handling fee if applied) and can NOT be shipped back out. But there is a chance sometimes the returned package would be lost, in this case we're afraid the order will be NOT refunded. So please make sure you place the order with a correct address that can be delivered.
Please also make sure your shipping address is the same with the shipping address in PayPal when pay via PayPal.
Q: I want to cancel my order but it has already been processed
A: Unfortunately we are unable to cancel your order once it has been processed. If you no longer wish to receive the order we suggest you mark the package Return to Sender and refuse the order at the time of delivery. You can also bring the unopened package back to the carrier and advise them you are refusing the delivery. All orders are considered used once the shipping box is opened and will not be accepted back by our warehouse. Please make sure the shipping box remains sealed and you will be responsible for all the shipping fee if applied and restocking fee.
Q: What is your return policy?
A: Because of the intimate nature of the items we sell, we are unable to return or exchange purchased toys and products unless defective. This is for the health, safety and peace of mind of our customers.
Any item that is designed to come into contact with any body part or fluid is non-returnable and non-resalable. Once these items leave our warehouse, they are considered used, and therefore cannot be returned.
This includes, but is not limited to:
- Vibrators And Dildos
- Douche/Enema Kits
- Anal Toys, Beads And Plugs
- Cock And Ball Devices, Cock Rings And Cock Sleeves
- Gags And Ropes
- Lingerie And Men's Wear
Lubes, massage oils, condoms, and body paints are also not returnable.
Q: What if an item is defective?
If an item is found to be defective within 30 days of purchase, we will replace it with the same item. Please click here to contact us to let us know of the issue. We will then issue a Return Merchandise Authorization number (RMA) via email which will provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one. When emailing about a defect, please state the following information, your order number(found in the top right hand corner of your invoice OR your web confirmation number) along with your name and the nature of the defect. Once the defective item is received back into our warehouse (the customer will be responsible for the cost of shipping the item back to us), we will promptly ship a new replacement to you free of charge once the return is received and processed. Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.
Q: Free Gift With Purchase Offers
A: Orders over $99 (before tax and after the coupon code is applied) may be entitled to a free gift with purchase. This offer can be changed without notice.
Q: How do I reset my password?
A: You can reset your password by clicking on My Account at the top of the home page or click here. Type in the email used to register your account and then click on reset password. The new password will be emailed to you.